Error with Payment Transfer Details

Objective: This article seeks to explain what to do when there is an error in the transfer details.

When you make errors with transfer details such as account number, bank name or account name, contact us via [e-mail] immediately. 

What are the possible actions?

Bank Transfers

• If the payment has already been sent to the network and the receiving bank rejects it, the funds will get reversed and your transaction will be marked as failed. Your account will be credited once we receive the funds. 

• In other instances, we may have to issue a recall to the bank or network on your behalf. This process can take up to 6 weeks depending on the type of transfer and the medium. Kindly note that if the funds have already been withdrawn or transferred, the recall will not be successful. We can only credit your account if we receive the funds.

Cadana Tag Transfers

• Funds can be reversed if the recipient confirms that the receipt is an error and has not already withdrawn or transferred the amount.

Mobile money

• We will have to issue a recall to the bank or network on your behalf. Kindly note that this can take up to 3 weeks depending on the network.